wHAT IS MYSTERY SHOPPING?

Mystery shopping is a part of market research by which we measure the quality of  service, compliance with standards or we are just gathering specific product and service information. Service can be done on site, via online forms, inquiry calls or even via chat rooms.



Mystery shoppers are considered to be an important players with high communication skills and by performing mystery shopping they are making tremendous impact in the selected community. All mystery shoppers are briefed with a shopping scenario by which they are either purchasing a product or service, making inquiries, filling the complaints or behave in any other way that will help to capture their experience.

MYSTERY SHOPPING USUALLY COVERS NEXT AREAS:

  • Buying experience
  • Staff communication
  • Professional level of staff
  • Friendliness
  • Other staff interactions
  • Shop arrangement
  • Cleanliness
  • Response time
  • Aftersales activities
  • Facilities
  • Parking
  • Branding
  • Signage

HIGHLY SKILLED STAFF

Our mystery shoppers are individuals with different backgrounds, from various European locations and they all possess high level of communication and critical thinking skills.

Prior to any mystery shopping, shoppers are intensively briefed about scenario, their shop(s) background (if necessary) and their ethical resonsibility. In average we spent with each shopper up to 5 hours for briefing and preparation.

​Scenarios are drafted together with the client and they vary in length and details.

Above is a sample of a scenario draft  for automotive industry, where we are evaluating the vehicle trade-in interaction and general organization of facilities.

Besides automotive industry, we can assist you with mystery shopping execution in other branches, such as retail, banking, insurance, call centers and many more.

As we want to provide only high-end services for our clients, all our mystery shoppers go through intense and strict compliance check.

PRESENCE IN

covering

COUNTRIES

languages

END PRODUCT

The end product of every concluded mystery shopping is Mystery Shopping Report. The report is capturing all the requirements for mystery shopping, other criteria, location details and metrics used.
Furher, every assessed area is explained in detail and accompanied with charts, KPI tables and maturity levels for better visual presentation of the captured state.

The aim of the detailed report is to show detailed and overall shopping experience, assessed by fair and high ethical standards.

sample PAGE OF mystery shopping questionnaire 

Report is performed based on the mystery shopping questionnaire which is filled carefully by mystery shopper immediately after the shop visit.
Each Mystery shopping report includes KPI metrics tables showing the results of each aspect and maturity charts, which are showing a clear presentation of areas for improvements.
KPIs and desired states are formed in close collaboration with the client, in order to capture the realistic goals and to be able to show realistic current state.

IT DOESN'T END JUST WITH HANDING YOU OVER THE REPORT...

We believe in personalized approach and end-to-end service, so along with the report we'll sit down with you and give/explain :
  • Objective insights into the current sales processes and/or customer treatment;
  • Opportunities to progress and improve the attitute of your employees, which will consequently result in higher customer satisfaction rates and increased sales;
  • Detailed and objective proposals for improvement.

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